Technical Support & Dispatch Team Lead (f/m/x)
ionity-gmbh · Remote Work Germany ·
- Work mode
- Remote
- Seniority
- Lead
- Category
- Support
As Team Lead Level 2 Support & Field Dispatch, you will lead the daily operations of the L2 Support and Field Dispatch team and ensure efficient, structured and centralised handling of operational tickets across all markets.
A key focus of the role is to continuously improve the way we work - standardising processes, reducing regional dependencies and manual activities, and using Jira ICSM as the central tool for transparent and efficient ticket management.
With a strong Lean and continuous improvement mindset, you will help build a scalable operation capable of supporting a growing network and increasing technical complexity.
Your responsibilities
A key focus of the role is to continuously improve the way we work - standardising processes, reducing regional dependencies and manual activities, and using Jira ICSM as the central tool for transparent and efficient ticket management.
With a strong Lean and continuous improvement mindset, you will help build a scalable operation capable of supporting a growing network and increasing technical complexity.
Your responsibilities
- Lead and coordinate daily L2 Support & Field Dispatch activities, including prioritisation and workload distribution.
- Own and continuously improve the Jira ICSM ticket handling process, ensuring clear priorities, responsibilities, escalation paths and timely resolution.
- Drive a centralised, market-independent way of working, reducing regional and individual dependencies.
- Standardise and streamline processes across regions and eliminate unnecessary manual steps and handovers.
- Identify opportunities for automation, digitalisation and efficiency improvements.
- Promote Lean principles and actively drive continuous improvement initiatives and workshops.
- Monitor operational KPIs, ticket backlog, aging and workload, and initiate corrective actions where needed.
- Ensure effective cooperation between L2, FSEs, service partners and other internal stakeholders.
- Develop team competencies, promote knowledge sharing and reduce dependency on individual experts.
- Support the Head of Field Operations with operational performance, risks and improvement initiatives.
- Strong knowledge of IONITY's internal operational processes and current ticket handling setup.
- Hands-on experience with Jira ICSM and a solid understanding of the existing workflows, ticket structures and operational interfaces.
- Experience in Level 2 Support, Field Dispatch, technical operations or a comparable operational environment.
- Structured, analytical and process-oriented way of working.
- Strong Lean / continuous improvement mindset with the ability to challenge existing ways of working.
- Ability to identify inefficiencies and turn them into practical and scalable improvements.
- Strong ownership, prioritization and problem-solving skills.
- Experience in coordinating or leading people is an advantage.
- Strong communication and stakeholder-management skills.
- Good understanding of IONITY's charging infrastructure and Field Operations environment.
- Fluent English; additional European languages are a plus.